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Seb Anthony

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Dealing with challenging calls

Learn practical strategies for supporting callers in emotional distress, including those experiencing grief, suicidal thoughts, anger, or severe distress. This guide helps charity staff provide compassionate phone support while managing challenging conversations effectively.
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I work for a registered charity that deals with people experiencing financial difficulty. A large part of what we do is giving advice over the phone.

A number of callers that we speak to are experiencing emotions such as loss, bereavement, they may feel suicidal, be angry and aggressive, and some may be crying inconsolably.

I have some information from the Samaritans but would welcome any further help with this.

Many thanks,


emily marosi

I work for a registered charity that deals with people experiencing financial difficulty. A large part of what we do is giving advice over the phone.

A number of callers that we speak to are experiencing emotions such as loss, bereavement, they may feel suicidal, be angry and aggressive, and some may be crying inconsolably.

I have some information from the Samaritans but would welcome any further help with this.

Many thanks,


emily marosi

One Response

  1. General call cente material
    I have some general call centre training material which may hepl. If you let me have your email address I will send it to you.

    Annah

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